FBS 10 L1-4 QUARTER 4

A guest calls room service but speaks too fast, making it difficult to understand their order. What should the staff do?

• Repeat what was understood and guess the rest.

• Ask the guest to speak more slowly and confirm the order.

• Write down whatever you hear and proceed with the order.

• Apologize and suggest they call back later.

A guest places an order but forgets to mention their room number. What is the best course of action?

• Check the system for their previous order and assume the room number.

• Deliver the order to the front desk for them to handle.

• Politely ask for their room number and verify the details.

• Ask housekeeping which room the guest might be in.

Why should a room service attendant repeat and confirm the guest’s order over the phone?

• To waste time and make the process seem thorough.

• To ensure accuracy and prevent mistakes.

• To check if the guest remembers what they ordered.

• To sound more professional but still proceed without changes.

A guest calls to order an off-menu item. What is the best response?

• Apologize, but offer alternative options.

• Tell them you’ll try to prepare it, even if it’s not available.

• Say 'yes' to please the guest, then find a similar dish later.

• Immediately decline without offering an explanation.

A guest wants their breakfast delivered in 15 minutes, but the usual preparation time is 30 minutes. What should the staff do?

• Promise delivery in 15 minutes to keep the guest happy.

• Explain the standard time and suggest a faster alternative if possible.

• Prepare whatever is ready within 15 minutes, even if incomplete.

• Deliver late and blame the kitchen.

A guest requests a romantic setup for breakfast. How should the staff respond?

• Add a flower and arrange the tray with extra care.

• Inform them that room service doesn’t do decorations.

• Place extra napkins and hope it looks nice enough.

• Suggest they order a candlelight dinner instead.

When setting up a room service tray, which item should be placed last?

• The guest's bill.

• The hot food.

• The food cover and flower vase.

• The condiments.

A glass of juice spills on the tray just before reaching the guest's room. What is the best course of action?

• Deliver it as is and hope the guest doesn't notice.

• Wipe it quickly and continue delivery.

• Replace the juice and clean the tray before continuing.

• Explain to the guest and offer a discount instead of replacing it.

A guest complains that the setup is messy. What is the best response?

• Apologize and quickly rearrange the tray neatly.

• Tell them the hotel follows a standard setup.

• Say that other guests don’t complain about it.

• Ignore the complaint and leave.

A staff member forgets to place utensils on the tray. The guest notices and requests them. What should the staff do?

• Apologize and bring utensils immediately.

• Say that utensils are available upon request only.

• Tell the guest to use their hands for now.

• Inform the guest they can get utensils at the front desk.